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Finland : Customers should be put at the heart of every business strategy [TendersInfo (India)](TendersInfo (India) Via Acquire Media NewsEdge) According to a recent survey Tieto conducted in collaboration with Marketvisio, there are different drivers in the different Nordic countries when it comes to the importance of the customer experience and the opportunities enabled by digitalisation. The study indicated that Nordic firms currently focus their customer experience management efforts differently. In Finland, the focus is on protecting current business, in Sweden, winning new customers and operational efficiency and in Norway, generating more revenue. The study shows that the Finnish companies are not taking full advantage of what consumers are urging them to do. The future is not being built by protecting existing business, therefore more effort should be put on identifying new business models and opportunities based on how customers behave today, says Mikko Leinonen, head of Tieto s Customer Experience Management (CEM) business unit. Finnish companies have noticed this themselves, as 64% of them see themselves as laggards or followers in digital customer experience management, compared with only 31% in Sweden. Sweden has opposite perceptions, 42% of companies see themselves as forerunners. The speed of change is so fast that many of our customers need help in understanding the changes in consumer behaviour and new opportunities driven by technology innovations. Tieto helps enterprises transform their business processes and relationships with consumers. This change also requires new competencies from Tieto, which is why we are recruiting 50 experts to our CEM team in Finland and Sweden at the moment, Leinonen adds. Mr Leinonen emphasises that companies should not wait, but immediately put customers and digitalisation opportunities at the core of their business strategies. Many companies in the Nordics are not yet seeing the importance of the customer experience as part of their core business strategy. Digitalisation and IT should be used to build more customer loyalty, differentiation and new business, and not just as transaction engines or to protect existing market share, Mikko Leinonen concludes. Tieto has been building better customer experiences for 20 years. Tieto s expertise can be found, for example, in mobile and internet banking, as well as multichannel retail. (c) 2014 Euclid Infotech Pvt. Ltd. Provided by SyndiGate Media Inc. (Syndigate.info). |